29 - 30 May 2018 | Dockside, Sydney, Australia

Skye Nicholls

Canon has completed a two year piece of work with 35 process initiatives that focus on improving the customer journey. A large part of this was streamlining and simplifying digital processes to remove friction. With a new tool, the team has been able to condense a sales process from 4 hours to 6 minutes which has allowed employees to spend more time with customers. As with any digital transformation, this has created a need for Canon to reevaluate their change management processes.

The importance of staff to get things right the first time and quality over time spent

Establishing customer metrics and how Canon has achieved an NPS of 79

The impacts of going digital (redundancies, changing of roles etc.) and how to deal with the fallout

Experience with and lessons learnt from their change management journey